Information Technology Support Specialist (L2 &L3)

PERSOLKELLY; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading company seeks an IT Support Specialist to deliver high-quality technical support. This role requires providing both remote and on-site assistance, troubleshooting issues, managing user accounts, and collaborating with IT teams. Successful candidates will have strong problem-solving skills, technical experience, and a Diploma in IT, with opportunities for growth within a dynamic environment.

Qualifications

• Proven experience in IT support or a similar technical role for at least 4+ years.
• Strong knowledge of Windows and/or macOS environments, Microsoft 365, and common enterprise applications.
• Familiarity with ITIL practices and remote support technologies.

Responsibilities

• Provide first and second-level technical support to users via phone, email, chat, or in person.
• Troubleshoot hardware, software, and network issues efficiently.
• Document incidents, service requests, and resolutions in the IT system.

Skills

Problem-solving

Customer service

Communication

Education

Diploma in IT

Job description

The IT Support Specialist is responsible for delivering high-quality technical support to end-users, ensuring seamless operation of IT systems and services. This role involves both remote assistance (such as service desk operations, user account administration, and handling user requests) and on-site support (including urgent technical interventions and desk-side troubleshooting).

Key Responsibilities:

• Provide first and second-level technical support to users via phone, email, chat, or in person.
• Troubleshoot hardware, software, and network issues efficiently and effectively.
• Manage user accounts, permissions, and access rights in accordance with company policies.
• Respond to and resolve time-sensitive technical issues on-site when necessary.
• Document incidents, service requests, and resolutions in the IT service management system.
• Collaborate with other IT teams to escalate and resolve complex issues.
• Assist in the deployment, configuration, and maintenance of IT equipment and software.
• Educate users on best practices and provide guidance on IT tools and resources.
• Respond to and resolve IT incidents in a timely and efficient manner.
• Identify recurring issues and contribute to root cause analysis and problem resolution.
• Escalate unresolved incidents to 2nd or 3rd line support teams as needed.
• Fulfill user service requests and ensure proper documentation.
• Participate in the implementation of approved changes, following change management protocols.
• Provide timely and clear communication to end users during service disruptions.
• Act as the owner of assigned cases or service orders, ensuring end-to-end resolution.

Qualifications/Experience:

• Min Diploma in IT
• Proven experience in IT support or a similar technical role for at least 4+years.
• Strong knowledge of Windows and/or macOS environments, Microsoft 365, and common enterprise applications.
• Familiarity with IT service management tools and remote support technologies.
• Excellent problem-solving, communication, and customer service skills.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Experience in IT support, service desk, or technical troubleshooting roles.
• Familiarity with ITIL practices (Incident, Problem, Change, and Request Management).
• Strong understanding of access rights management and information security principles.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred:

• Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator Associate.
• Experience in both remote and on-site support environments is highly preferred for this role.

Interested candidate who wish to apply for the advertised position, please click on “Apply Now”. We regret that only shortlisted candidates will be notified.

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